ComplaintsforDestination Harley Davidson of Silverdale

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my bike off to them on October 21 2022. This was an insurance claim so they were paid for their work. I have been told they have staffing issues, then told they were waiting on parts. Then told they found more damage and had to reopen the claim after it was already closed out. Now last I knew we are waiting on parts.There is little to no customer service, fiery few updates. When you call and ask whats going on they take your number down but dont call back. It seems to me that because they have there they are taking their sweet time to complete this job.This has be almost a year long nightmare for me has my bike is my primary mode of transport. I did get them to agree to change the fluids but that is required every year on the bike and it hasnt been in my possession for 10 months. Seems to me that is the very lest they could do. I leave to for work on the 14 of August for three months. My fear is that they will charge me some storage fee if they havent completed my bike by then. I am tired of dealing with this. And is looking like its going to be over a year to finish this job. Just changing my fluid is not enough to make this right.

  Customer response

  08/07/2023

  This is not the first time I have dealt with this store and have had things taken  a year to be corrected. When my saddle bag pins popped out due to a recalled part. (should be in their services records) to the time my bags were actually fixed it was around a year or long. 
  

  These are the only two times I have dealt with this shop. 
  

  I went in person Friday after I called three times to check status of my bike, I filled my report with you before I went there.

  My rear lights on the truck was chrome when I took it in. Currently it is mat black. Not the same equipment that was on the bike. 
  

  Further more my insurance company Progressive has a report they closed claim out in December of 2022 and returned bike back to me. This is false I have not had the bike since October 21 2022. 

  Customer response

  08/07/2023

  This is not the first time I have dealt with this store and have had things taken  a year to be corrected. When my saddle bag pins popped out due to a recalled part. (should be in their services records) to the time my bags were actually fixed it was around a year or long. 
  

  These are the only two times I have dealt with this shop. 
  

  I went in person Friday after I called three times to check status of my bike, I filled my report with you before I went there.

  My rear lights on the truck was chrome when I took it in. Currently it is mat black. Not the same equipment that was on the bike. 
  

  Further more my insurance company Progressive has a report they closed claim out in December of 2022 and returned bike back to me. This is false I have not had the bike since October 21 2022. 

  Business response

  08/22/2023

  This customer was put in touch with me (*******************, Owner) directly on my cell phone. In that conversation we agreed that we would get his motorcycle to him before he left on a trip (he was leaving in a couple days for several weeks and wanted his motorcycle in his own garage.) We had been holding the motorcycle waiting for payment from his insurance company. On the phone call that I had with the customer we agreed to release his bike and follow up with the insurance company on our own. At this time the customer has the motorcycle. The repair order that we were waiting for payment on is a supplement. The repair order that the customer referenced as closed out previously is the original repair that his insurance company approved. When the insurance company approves a job we order the parts and repair the bike when the parts arrive. In this case, upon executing the repair we found additional work we had to submit to the insurance company for approval. We actually ordered the parts and repaired the bike while waiting for approval. This is how the bike was available for delivery even though the insurance company had not paid us yet. The black light trim was ordered because that is what the bike had on it. The customer wanted to replace the damaged black piece with chrome. We failed to update the order to chrome. We have ordered a chrome piece (a couple weeks ago now prior to notification from the BBB) and we will call him to bring the bike in to swap out on us once the piece arrives in stock. Thus, in our view, this issue is near resolution well prior to notification from the BBB.

  Customer response

  08/29/2023

   
  Complaint: 20425133
  
  I am rejecting this response because:
  

  Where as when I finally called ******************, He was very professional. I also feel he was an understanding reasonable man. 
  

  When you follow the paperwork trail it will show a trail of neglect. Currently I am out of state for work. I am working on getting information from the insurance company, that helps to explain this issue. 

  
  Sincerely,
  
  *****************************

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